Incident Report Number: 2015-026

Internet Bandwidth Issue

Ticket Number: INC0036519

What happened?

Users reported Google Apps and Internet browsing experienced an issue.

Who was affected?

Users across campus were affected by this degradation. Students in the Alberta School of Business who were writing exams that required internet connectivity were unable to complete them.

What was the impact?

The affected users experienced difficulty accessing Google Apps. Some users also reported browsing the Internet was also slow or unusable or using applications that require an internet connection (e.g. Blackboard) were also slow.

What was the timeline of the incident?

Start: 2015/10/08 12:50 - Users called the IST Service Desk reporting that there were unable to connect to Google Apps or they were experiencing latency while using the applications. It was determined that the commercial internet connection with TELUS was being fully utilized which impacted performance of internet based applications. When utilization returned to normal the performance issue was resolved.
End: 2015/10/08 16:30 - Service was confirmed restored.

What was the root cause of the incident?

Exhaustion of the available capacity on the TELUS provided commercial Internet connection due to increased connections to Internet based services.

What was the work around and resolution for the incident?
Work Around



No new actions were taken by IST. Once the bandwidth utilization returned to normal affected services returned to normal. A previously scheduled upgrade to the internet connection was completed the evening of October 8th to address capacity. 

What are any recommendations to prevent this incident from occurring again?

No additional actions are required. A previously scheduled upgrade to the internet connection was completed during the evening of Oct 8, 2015 which provided the additional capacity to address the growth in utilization.